By: Christy Green On: January 21, 2016 In: Contact Center Comments: 0

I just read an interesting article in Computerworld about the disruptive force of the digital business model. According to Michael Porter, a leading authority on competitive strategy, “In any industry, whether it is domestic or international or produces a product or a service, the rules of competition are embodied in […]

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By: Christy Green On: December 17, 2015 In: Contact Center Comments: 0

I have the habit of checking my email on my phone in the morning before I get up (I know, I know, all the experts say you’re not supposed to do that, but I do it anyway). This morning I had an email from one of my favorite retailers about […]

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By: Christy Green On: August 14, 2015 In: Contact Center Comments: 0

We’ve been talking about the importance of providing a superior customer experience by making it easy for your customers to work with you. In my last two posts, the first 6 steps I outlined were focused on setting up web self-service and properly optimizing your site to give customers an […]

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By: Christy Green On: July 23, 2015 In: Contact Center Comments: 0

Last time, I cautioned about turning your customers into indentured servants by making them have to work too hard to get the information they need when contacting your company. One of the most important things an organization can do for their customers is help them save time. People want to […]

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By: Christy Green On: July 09, 2015 In: Contact Center Comments: 0

A few months ago, I switched to the cable company that everyone loves to hate. Recently as I was paying bills, I realized I’d never gotten a bill from them. So I searched their website until I found the number for customer service (which is quite well hidden). I called […]

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By: Christy Green On: June 02, 2015 In: Contact Center Comments: 0

Improving customer experience is top of mind for most companies these days, but how do you do it? Where do you start? Considering that consumers are adopting new technology at a faster rate than businesses, and that leveraging new technology will likely be the cornerstone of many CX improvements, the […]

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By: Christy Green On: April 20, 2015 In: Contact Center Comments: 0

While traveling recently, I had to call my credit card company to notify them that it was actually me making those charges outside the country. After wading through their IVR, I put in the requested info to identify myself. Then I was transferred to an agent. Guess what the first […]

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By: Christy Green On: February 23, 2015 In: Contact Center Comments: 0

Live chat is one of the best ways to get instant communication with a company. In a survey of 2,000 consumers for a 2014 Customer Service Benchmark report from eDigitalResearch, 26% of the survey respondents had used live chat to communicate with a brand within the last 12 months and […]

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By: Christy Green On: January 06, 2015 In: Contact Center Comments: 0

The start of a new year often brings new initiatives or other opportunities for transformation. But how often have you seen the effort not bring about the desired results, or even worse, fizzle out completely? How can we implement new processes and procedures and get the change to stick, and […]

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By: Christy Green On: December 09, 2014 In: Contact Center Comments: 0

Today, customer experience is at the forefront of company strategy across industries worldwide. According to a recent Gartner survey, 89% of companies surveyed plan to compete primarily on the basis of the customer experience by 2016. However, fewer than half the companies surveyed rated their customer experience as exceptional today, […]

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